TN 24 (01-02)
GN 02210.218 Debtor Inquiry - DCR/DS Actions
A. Procedure - obtain RECOOP record
Use the Debt Bill Query (IBIL) from RECOOP (MSOM DMS 008.003 ) while talking to the debtor. See GN 02210.212B.1. for the procedure to use to verify the identity of the debtor before releasing any information.
If the system is down, find out the reason for the call and either return the call with the requested information or refer the question to the DS.
If the debtor wishes to discuss payment, see GN 02210.214.
Obtain (or verify) the debtor's telephone number and address and, where appropriate, update the RECOOP accordingly.
B. Procedure - consumer credit counseling service
If a call or notice is received from a consumer credit counseling service handling a debtor's financial affairs, explain that we will:
Accept payment from the service,
Not honor any request for payment of a collection fee, and
Not credit the debt with more than the amount remitted.
Also, explain that bills or any follow-up contact will be directed to the debtor.
C. Procedure - person other than debtor wishes to repay debt
If someone other than the debtor wishes to repay the overpayment for the debtor explain that we will:
Accept the promise of repayment and remittances, but
Direct bills, or any follow up to the debtor.
D. Procedure - referral of calls to the DS
Refer the following situations to the DS:
A request for an explanation of the debt that cannot be provided based on RECOOP, MBR/ROAR or SSID data.
A request for reconsideration or waiver if the $1,000 tolerance is not applicable.
Any matter not specifically related to the debt or its repayment.
E. Procedure - debtor provides new address
In the case of a new address, see MSOM DMS 008.003.
F. Procedure - request for explanation of administrative offset
If a request for an explanation of administrative offset is received, explain that as indicated in the pre-offset notice, Congress passed laws which allow Treasury to withhold past-due SSA overpayments from Federal and State payments, including income tax refunds due the overpaid person. If the debtor wants to repay the debt to avoid offset, follow GN 02210.214. If the debtor wants to discuss any other facet of administrative offset, refer to the DS for handling in accordance with GN 02201.030 (for TRO) and GN 02201.031 (for other administrative offset).
G. Potential benefit entitlement
DS - Obtain an MBR or SSID, if needed, to assess any information received from the debtor which indicates potential title II entitlement or title XVI eligibility.
EXAMPLE: Debtor calls and indicates he or she is no longer working because of a disability and wants to receive benefits.
If after discussion with the debtor it appears an application should be filed:
Advise debtor to contact the servicing field office (FO).
Send an administrative message to the FO advising of the phone inquiry and requesting contact to pursue a formal application.
Complete electronic SSA-2514 (Record of Claimant's Intent to File) for title II or Form SSA-795 for title XVI and forward it to the servicing FO to establish the protective filing date.